Service Assurance Representative III - BCS OperationsIntegra Telecom

DescriptionProvide high quality, efficient support to existing and incoming customers of Integra. Ensure continuing customer satisfaction and retention by partnering with internal departments to resolve problems, enhance existing service, and coordinate technical support in resolving customer issues. Provide users with basic technical support.

ESSENTIAL FUNCTIONS:

?Represents a knowledgeable, efficient, and professional image of Integra to our customers by handling business with a respectful and professional demeanor
?Receive incoming calls from customers. Uses customer service techniques to ensure customers receive prompt and courteous service ensuring timely resolution and follow-up. Manages personal ACD status per schedule and company goals in order to provide consistent and timely customer response.
?Provide first level support and resolution for customers by isolating and documenting specific issues in a manner that can be interpreted by others..
?Enters service orders for new and existing customers, including gathering all applicable billing and service information and entering into systems
?Enter repair issues into the trouble data base system.
?Provide coordination of scheduling and reporting on customer MAC/AMAC activities
?Ensure the integrity of Integra customer records by accurately and thoroughly documenting all contact with customers within Integra?s automated systems.
?Maintains a current and thorough understanding of telecommunications network and hardware products/ services.
?Up sell products, services and features to existing customers.
?Identify and forward new business opportunities to the Direct Sales Department as appropriate
?Produces professional quality customer-facing and internal documents including letters, proposals, contracts, and account reviews
?Provides ?Dispatch? and scheduler function and dispatches field resources as required.
?Maintain the ability to apply current processes and policies in all aspects of the job by acquiring and becoming proficient in Integra?s system of interrelated procedures and record keeping. Apply learned principles and processes to solve everyday service issues and apply problem resolution techniques to solve a variety of situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagrammatic or schedule form. Recommend new or enhanced policies and processes to increase standardization and efficiency.
Requirements
Extensive customer service experience (at least 4 years) demonstrating the ability to effectively interface and negotiate with a customer. Requires at least 2 years experience working in the telecommunications industry and limited account management experience. Requires telephony and data experience (at least 2 years) indicating knowledge of telecom hardware and software. . Knowledge and understanding of telecom industry standards. . Requires the ability to work independently, troubleshoot and meet inflexible commitment deadlines. Proficiency performing data entry using 10-key. Basic computer skills, including spreadsheet, word-processing and database software skills. Detail orientation skills, ability to manage multiple priorities and effective verbal and written communication skills. Valid driver?s license.